Customer Service Manager Job

Select how often (in days) to receive an alert:

• Zero accident
• APE/ECU availment once a year
• SOSubmittal 1/month or 12/year; ensure all CSS' submission of the same
• 100% attendance & participation to HSE talks/initiatives

• Collaborate and communicate information (e.g., market information, customer insights, trends, etc.) to stakeholders across the business using appropriate communication methods.
• Analyze customer challenges, evaluate results and choose best resolutions and alternatives; identify opportunities to improve service levels.
• Develop, implement and/or manage the organization's customer service policies, procedures, standards, and strategies.
• Ensure all customer service activities support and strengthen the strategic objectives of the overall organization.
• Develop and measure key performance indicators to determine and improve the effectiveness of all customer service activities through yearly company-wide survey.
• Ensure Customer Satisfaction Rating for Delivery is an average of 90% (Often &/or Always, for both Accuracy & Timeliness) in collaboration with Logistics.
• Plan, organize, direct, manage, and evaluate the customer service activities and budget of the team.

• Ensure resolution on or before 60-day CM period for regular returns and 75-day CM for special returns.
• Ensure that investigation and action are executed the day the complaint/return request was received.
• Ensure timely escalation of concern to stakeholders, if any.

• Interview, select, coach, train, instruct, manage, and appraise the performance of associated customer service personnel and mentor select staff.
• Closely monitor and track staff performance in reference to objectives set.
• Provide staff with guidance in handling difficult or complex issues or problems so they can be resolved effectively and efficiently.

• Prepare or oversee the preparation of reports related to the customer service function for upper management.
• Report accurately and in a timely manner data on sales performance, on-hold, etc. on or before the 5th working day of the month & unserved on the 7th working day of the month.

• Accuracy of order entries - errors must only be 0.10% of the total OEs. This includes credit/debit adjustments. Exclude errors corrected within the month, if any.
• Timeliness of OE - within 1 day upon receipt of PO.
• Approval given on beyond norm orders i.e. TP for direct accounts.
• Timeliness & accuracy of consignment entries; ensure no missed replenishment of stocks, unbilled liquidation.

• Ensure that complaint resolution is within the 30-day & 60-day turnaround time for quality and non-quality-related complaints, respectively, by coordinating with stakeholders involved and communicating to account status update.
• Ensure that all closed complaints are covered with signed Corrective Action Report (CAR).

• Closure within 24 hours upon receipt.
• Post inquiry upon receipt; complete report until end of week of shifting assignment.

• Knowledge: Business intelligence, technical, client orientation, profitability, project management, relevant product knowledge, product pricing, sales operations.
• Attitude: Guts, innovation, cultural awareness, team spirit, safety.
• Education: Graduate of any business course.
• Experience: At least 3 years related working experience.

Who we are? Arkema is a world leader in Innovative Materials for a Sustainable World with the ambition to become a pure Specialty Materials player.

We thrive as One Arkema, comprised of many businesses and brands including Bostik, ArrMaz, and more and operating with a global reach in 55 countries with more than 21,100 employees. Each one contributes to positioning Arkema as a recognized leader of specialty chemicals and advanced materials, reporting annual sales of €9.5 billion, of which 2.9% allocated to R&D for 1,800 researchers in 17 R&D centers.

If you pursue excellence, love innovation and are inspired by challenges, we encourage you through to learn more about our values – Solidarity, Performance, Simplicity, Empowerment, and Inclusion – and how we concentrate on advances in bio-based and recyclable materials, new energies, water management, electronic solutions, lightweight materials and design, home efficiency and insulation.

Changing the world requires the right formula. The right formula consists of our innovative and sustainable materials, and you. Join us to develop the materials of tomorrow and make a difference together. What are you made of?

The legal information below pertains specifically to positions posted in the United States, however we strive for diversity, equity and inclusion in all the countries that we hire.
Arkema Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Arkema Inc. complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting and hiring.